Published: 09 August 2018
Analyst(s): Customer Experience Research Team
Most CX teams prioritize customer attitudes measured immediately following an interaction but these feedback are poor predictors of retention. CX leaders can better predict loyalty by evaluating customers’ salient experiences, identifiable in feedback solicited 2-3 months after an interaction.
The Difficulty of Predicting Behavioral Loyalty
The Impact of Memories of Interactions
Memory and Salience
The Mechanics of Memory
Listening for Salience
Tips for Uncovering Salient Experience Data
Testing for Salience Using Existing Data
Recommended by the Authors
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